CX Today

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CX Today's Charlie Mitchell hosts Zachary Dugas, Global Product Owner of Content Management Systems & SaaS at Thule. 

We discuss Thule's customer experience transformation process, considering:

• Why did Thule decide it was time to revamp its customer experience? 
• What goals did the business set at the start of the transformation process? 
• Why did Thule choose Sitecore to help you meet those goals? 
• The results of the transformation? 
• What lessons did you Thule throughout the transformation? 

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CX Today's David Dungay hosts David Butler, SVP of Product & Strategy, Glance Networks. 

In this session we discuss the following:

• Where do you see organisations struggle when it comes to achieving a consistent experience across platforms? 
• With all the recent developments around Generative AI how do you see the role of the chatbot evolving when it comes to delivering CX? 
• Are businesses doubling down on CX technology spend to try and bolster customer retention? 

To find out more please visit Glance's website or LinkedIn page.

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CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.

He's joined by four prominent CX analysts to dissect the latest stories from the space - including news from Zoom, Twilio, Lifesize, RingCentral, and 8x8.

In this edition, our CX experts include:

• Dave Michaels, Lead Analyst at TalkingPointz.com 
• Liz Miller, VP & Principal Analyst at Constellation Research 
• Rebecca Wetteman, Principal at Valoir 
• Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research 

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CX Today’s Charlie Mitchell presents the latest trending news from the conversational AI space.

He’s joined by four of the brightest minds in conversational AI to dissect the latest stories from the space.

These stories include:

• The AI Godfather Urging a Pause on AI Innovation 
• Private ChatGPT: Microsoft's LLM for Enterprises with Sensitive Data 
• Amazon Developing an LLM to Improve Alexa 

In this edition, our conversational AI experts include:

• Dan Miller, Lead Analyst and Founder of Opus Research 
• Tom Hebner, VP of Transformation Services at NeuraFlash 
• James Poulter, CEO of Vixen Labs 
• And - last but certainly not least - Bradley Metrock CEO of Project Voice 

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CX Today's Charlie Mitchell hosts Liz Miller, VP and Principal Analyst at Constellation Research. 

We consider the emergence of Avaya from Chapter 11 bankruptcy, discussing:

• Top takeaways from Avaya's announcement
• What differences are there from the last time Avaya faced bankruptcy? 
• Has this saga impacted Avaya's attractiveness as an enterprise communications partner? 
• What must Avaya do to maintain its status as an enterprise communications stalwart? 

If you'd like to find out more about Avaya's announcement, check out our article here.

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CX Today's Charlie Mitchell hosts Pierce Buckley, CEO & Co-Founder at babelforce. 

We break down how contact centers may use ChatGPT now and in the future.

In doing so, we discuss:

• The rise of ChatGPT and its possible contact center applications 
• The relevance of these to the most pressing problems contact centers face. 
• How other AI tools can help contact centers overcome these problems 
• Priming the contact center environment for AI. 

To find out more about how babelforce can help with the latter, visit babelforce.

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CX Today's Charlie Mitchell hosts Ragy Thomas, Founder & CEO of Sprinklr.

We discuss the current state of contact center experiences, and Sprinklr's battle to change the status quo.

In doing so, we consider:

• Why does the contact center space need to be disrupted? 
• Ragy's vision for the contact center of the future 
• How Sprinklr helps its clients in reaching this future? 

If you'd like to find out more about Sprinklr, visit: https://www.sprinklr.com/

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Clare Muscutt, Founder, Women in CX hosts Ejieme Eromosele, GM EMEA, Quiq, Charlotte Kennett, Sr. Director, SS&C Blue Prism, Laura Campbell, Strategic Business Development Director, ASAPP & Jennie Lewis, Customer Insights Senior Manager, Airship.

Women and minorities are underrepresented where it matters most, in positions of power and influence that can shape the future of Customer Experience. 

Whilst the business benefits of diverse leadership teams are well known and publicised, a recent study by McKinsey & Company found that women make up only 28% of senior leadership positions in the technology industry globally, but why is this?

Whilst the movement for getting more women into STEM roles has made important strides in developing the pool of women who can code there has been little impact at a leadership level with only 8% of US Chief Technology Officers being women.

But, as the majority of conversations about ‘women in tech’ center around the technical narrative, could we be inadvertently reducing the potential of greater representation of women in leadership more broadly by failing to ‘empower women’ who are in non-technical roles to the same degree?

The panel will explore the reasons behind the gender gap, including the lack of emphasis on non-technical roles in diversity and inclusion initiatives and explore the perception that technical roles matter more.

The panellists will discuss how this underserved group of women can be better supported, including through communities, mentorship and sponsorship programs, advocacy for the importance of non-technical roles, and addressing biases in hiring and barriers to promotion.

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CX Today’s Charlie Mitchell presents the latest trending news from the customer experience world.

He’s joined by four prominent CX analysts to dissect the latest stories from the space – including news from Meta, Qualtrics, and Salesforce.

In this edition, our CX experts include:

•  Rebecca Wetteman, Principal at Valoir 
• Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research 
• Cameron Marsch, Research Analyst at Nucleus Research 

Miss episode five? If so, catch up here: The Latest on Avaya's Bankrupcy, Activist Investors at Salesforce, and Zoho In UCaaS

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CX Today's Charlie Mitchell hosts Bradley Metrock, Founder & CEO of Project Voice 2023. 

In this session, we evaluate the Gartner Magic Quadrant for Enterprise Conversational AI Platforms 2023, discussing:

• How much stock should tech buyers put in the Magic Quadrant? 
• Top takeaways from this year's report 
• This year's market leaders 
• How could this change in 2024? 

If you'd like to find out more about Project Voice 2023, visit: https://www.projectvoice.ai/

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